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Issue

The message 'Carriage Jam. Open the print-carriage access door, clear the jam, and then press OK to continue' displays on the product control panel. Printing stops, and the carriage stalls.

You might also experience the following symptoms:

The product does not print.

The product stops printing unexpectedly.

Video of fixing a Carriage Jam

The following video demonstrates how to resolve a carriage jam. The product shown is the HP Officejet Pro 8500A Plus Premium e-All-in-One Printer - A910n. This information also applies to the HP Officejet Pro 8500A Plus Premium e-All-in-One Printer - A910a and A910g.

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Important: You must follow these solutions in the order presented to resolve the issue.

Solution one: Turn the product off and then on again

Follow these steps to turn the product off, and then on again.

Step one: Turn the product off and then on again

Follow these steps to turn the product off, and then on again to reset the printing mechanism.

Press the Power button () to turn off the product. If the product does not turn off, continue to the next solution.

Wait 60 seconds.

Press the power button () to turn on the product.

note:

The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.

Step two: Print a self-test report

Printing a self-test report verifies that the hardware functions correctly.

Load letter or A4 unused plain white paper into the input tray.

Press the Power button () to turn on the product.

On the product touch screen, touch the Right Arrow () to display the second navigation screen.

Touch Setup () on the product control panel. The Setup Menu displays.

Touch the Down Arrow (), and then touch Reports.

Touch Printer Status Report. The self-test report prints.

If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.

If the issue persists, continue with the next solution.

If the test page does not print, continue with the next solution.

Solution two: Clear any jammed paper

Jammed paper can cause the carriage to stall. Follow these steps to clear any jammed paper.

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.

caution:

Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the
print mechanism.

Step two: Clear the jam from the rear of the product

Press the Power button () to turn off the product.

Disconnect the USB cable from the rear of the product.

Disconnect the power cord from the rear of the product.

Push in the button on either side of the two-sided printing accessory (duplexer), and then remove the duplexer.

Figure : Remove the duplexer

note:

Your product might look slightly different than the one pictured, but the steps are the same.

Gently pull the jammed paper out of the rollers.

caution:

If the paper tears while you remove it from the rollers, more paper jams are likely to occur. Check the rollers and wheels for torn pieces of paper that might remain inside the product.

note:

Use a flashlight to thoroughly search inside the rear of the product to find and remove all small scraps of paper. Searching the rear of the product with a flashlight is an important step to prevent future jams.

If you do not see jammed paper in the rear access area, push the latch on the top of the duplexer, and then lower the cover.

Figure : Open the duplexer

Latch on top of the duplexer

The top cover

Gently remove any jammed paper from inside the duplexer.

With the duplexer open, check the rollers. Note if any rollers are missing, do not roll freely, or are damaged. These conditions might mean the rollers are not feeding the paper correctly. In that case, replace the duplexer.

Figure : Check the rollers in the duplexer

Close the duplexer cover, and then reinsert the duplexer into the rear-access area of the product.

Push the duplexer in until it clicks into place.

Step three: Clear the paper jam from paper tray 1

If you cannot remove the paper jam from the rear of the product, follow these steps to remove the paper jam from paper tray 1.

Remove all the paper from the output tray.

Raise the output tray.

Figure : Raise the output tray

Grasp any jammed paper with both hands, and then gently pull it toward you to remove it.

caution:

Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism.

Lower the output tray.

Step four: Clear the paper jam from paper tray 2

note:

Paper tray 2 is an optional accessory. If you do not have paper tray 2 installed, continue to the next step.

Make sure that the product is turned off and disconnected from the power source.

Lift the product off tray 2.

Figure : Lift the product off tray 2

Remove any jammed paper from the bottom of the product or from tray 2.

Reattach the product to tray 2.

Step five: Clear the jam from the carriage access door

Follow these steps to clear the paper jam from the carriage access door.

Make sure that the product is turned off and disconnected from the power source.

Open the carriage access door.

Figure : Open the carriage access door

note:

The carriage should be on the right side of the product, out of view.

Look for any pieces of paper or other debris inside the carriage access area.

Remove any paper or objects you find.

caution:

Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism.

note:

Use a flashlight to thoroughly search inside the carriage access area. Searching the carriage access area with a flashlight is an important step to prevent future jams.

Close the carriage access door.

Figure : Close the carriage access door

Reconnect the power cord to the rear of the product.

Step six: Clear the jam from the service station area

Follow these steps to clear the paper jam from the service station area.

Press the Power button () to turn on the product, if it is not already on.

note:

The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.

Open the carriage access door.

Figure : Open the carriage access door

Press the Change Printhead button on the display.

Wait for the printhead to move to the printhead access area on the far left side.

warning:

The printhead can be damaged if the carriage is not all the way to the left when performing this solution.

With the product turned on, disconnect the power cord from the rear of the product.

Press the tab to open the service station cover on the right side of the product.

Remove any pieces of paper or debris from the service station area.

caution:

Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism.

note:

Use a flashlight to thoroughly search left and right inside the product. Searching the carriage path with a flashlight is an important step to prevent future jams.

Look for paper or debris on the right side of the service station area, next to the printhead.

Figure : Jammed paper on the right side of the service station area

Service station area

Printhead

Jammed paper

Look for paper or debris in the service station area, on top of the printhead.

Figure : Jammed paper on top of the printhead in the service station area

Look for paper or debris on the left side of the service station area, next to the printhead.

Figure : Jammed paper on the left side of the service station area

Service station area

Printhead

Jammed paper

Reinstall the service station cover.

Close the carriage access door.

Reconnect the power cord to the rear of the product.

Step seven: Print a self-test report

Printing a self-test report verifies that the hardware functions correctly.

How to print a self-test report

Load letter or A4 unused plain white paper into the input tray.

Press the Power button () to turn on the product.

On the product touch screen, touch the Right Arrow () to display the second navigation screen.

Touch Setup () on the product control panel. The Setup Menu displays.

Touch the Down Arrow (), and then touch Reports.

Touch Printer Status Report. The self-test report prints.

If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.

If the issue persists, continue with the next solution.

If the test page does not print, continue with the next solution.

Solution three: Make sure that the carriage moves freely

Use the following steps to make sure that the carriage moves freely.

Step one: Make sure that the carriage moves freely

Press the Power button () to turn on the product.

Open the carriage access door.

Figure : Open the carriage access door

Touch the Change Printhead button on the display.

Wait for the printhead to move out of its station on the right, stop, and become idle.

Without turning off the product, disconnect the power cord from the rear of the product.

warning:

You must disconnect the power cord to move parts by hand without the risk of an electrical shock.

Unplug the power cord from the electrical outlet.

Press the tab to open the service station area on the right side of the product.

Check for any paper or object that might be restricting the carriage.

note:

You might need a flashlight to illuminate areas for proper viewing.

Figure : Example of obstruction in carriage access area

Remove any loose paper or obstructions you find.

Reach inside the product through the carriage access area, and then manually move the carriage.

If the carriage is stuck on the right side of the product, move the carriage to the left side of the product.

If the carriage is stuck on the left side of the product, move the carriage to the right side of the product.

If the carriage is stuck in the middle of the product, move the carriage to the right side of the product.

Make sure the carriage can move freely across the width of the product.

Reinstall the service station cover.

Close the carriage access door.

Figure : Close the carriage access door

Plug the power cord back into the electrical outlet.

Reconnect the power cord to the rear of the product.

Step two: Print a self-test report

Printing a self-test report verifies that the hardware functions correctly.

How to print a self-test report

Load letter or A4 unused plain white paper into the input tray.

Press the Power button () to turn on the product.

On the product touch screen, touch the Right Arrow () to display the second navigation screen.

Touch Setup () on the product control panel. The Setup Menu displays.

Touch the Down Arrow (), and then touch Reports.

Touch Printer Status Report. The self-test report prints.

If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.

If the issue persists, continue with the next solution.

If the test page does not print, continue with the next solution.

Solution four: Remove and reinstall the printheads

Improper placement or installation of the printheads can cause the product to indicate a carriage jam error. Follow these steps to remove, and then reinstall the printheads.

Step one: Remove the printheads

Load letter or A4 unused plain white paper into the input tray.

Open the carriage access door.

Figure : Open the carriage access door

Press the Change Printhead button on the display. The carriage should move out of its station on the right and into the printhead access area on the far left side of the product.

Wait for the printhead to move to the printhead access area on the far left side.

caution:

Do not proceed until the carriage is on the left side of the product. If the carriage does not move to the left automatically, turn the product off and on, and then touch Change Printheads on the product control panel again. The printhead can be damaged if the carriage is not all the way to the left.

Lift the printhead latch.

Figure : Lift the printhead latch

Lift the handle of a printhead, and then use it to pull the printhead out of its slot.

Figure : Remove the printhead

Lift the handle of the other printhead, and then use it to pull the printhead out of its slot.

While the carriage is empty, look inside it to make sure that no paper is stuck to the bottom of the carriage. Gently remove any jammed paper.

Step two: Reinstall the printheads

Insert the printheads into their respective color-coded slots. The label on each printhead must match
the label on the printhead latch. Press down firmly on the printheads to ensure proper
contact.

Insert the black/yellow printhead into the slot on the left.

Insert the magenta/cyan printhead into the slot on the right.

Figure : Reinstall the printheads

Pull the printhead latch all the way forward, and then press down to make sure that the latch engages. You might have to apply some pressure to engage the latch.

Figure : Close the printhead latch

Close the carriage access door.

Figure : Close the carriage access door

Wait while the product aligns the printheads and prints an alignment page, and then touch OK.

If these steps resolved the issue, you do not need to continue troubleshooting.

If the issue persists, continue to the next solution.

Solution five: Plug the product directly into an electrical outlet

Plug the product directly into an electrical outlet to make sure that the power source is functioning correctly.

Step one: Plug the product directly into an electrical outlet

Disconnect the power cord from the rear of the product.

Unplug the power cord from any power strips or surge suppressors.

Plug the power cord directly into a wall outlet.

Reconnect the power cord to the rear of the product.

Step two: Print a self-test report

Printing a self-test report verifies that the hardware functions correctly.

How to print a self-test report

Load letter or A4 unused plain white paper into the input tray.

Press the Power button () to turn on the product.

On the product touch screen, touch the Right Arrow () to display the second navigation screen.

Touch Setup () on the product control panel. The Setup Menu displays.

Touch the Down Arrow (), and then touch Reports.

Touch Printer Status Report. The self-test report prints.

If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.

If the issue persists, continue with the next solution.

If the test page does not print, continue with the next solution.

Solution six: Reset the product

Use the following steps to reset the product.

Step one: Perform a power reset

Press the Power button () to turn on the product.

With the product turned on, disconnect the power cord from the rear of the product.

Wait at least 30 seconds.

Reconnect the power cord to the rear of the product.

Step two: Print a self-test report

Printing a self-test report verifies that the hardware functions correctly.

How to print a self-test report

Load letter or A4 unused plain white paper into the input tray.

Press the Power button () to turn on the product.

On the product touch screen, touch the Right Arrow () to display the second navigation screen.

Touch Setup () on the product control panel. The Setup Menu displays.

Touch the Down Arrow (), and then touch Reports.

Touch Printer Status Report. The self-test report prints.

If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.

If the test page prints successfully, but you experience a different issue with your printer, go to HP Product Support Home Page, and then search for another document that relates to the issue you are experiencing.

note:

If the page displays in the wrong region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct region and language.

If the product does not print a test page, there is an issue with the product hardware. Continue to the next solution.

Solution seven: Service the product

Service or replace your HP product if you completed all preceding steps.